NHS
Customer Service Manager
This job is now closed
Job Description
- Req#: M0048-25-0273?language=en&page=11&sort=publicationDateDesc
- Acting as our primary outward-facing link with hospitals, understanding and interpreting their requirements and expectations against our standards of good transfusion practice and cost effectiveness.
- Working with other NHSBT departments to promote and implement change ensuring a consistent, professional level of service is achieved.
- Driving resolution of any issues, complaints and feedback raised by external and internal customers through formal and informal routes in order to improve our services.
- Promoting a customer service ethos within NHSBT and contribute to the strategic direction of the directorate, leading or participating in projects to improve our products and service.
- Acting as an advocate for the community, promoting our objectives and strategic direction and providing high quality information on products and services.
- A starting salary of £46,148 - £52,809 per annum in accordance with Agenda for Change (AfC).
- A full time, permanent opportunity to join as a Band 6, and progress with NHSBT.
- Opportunity to work with a national organisation and be based in Barnsley, Basildon, Birmingham, Bristol, Cambridge, London, Manchester, Newcastle, Liverpool or Southampton.
- NHSBT promotes flexible working opportunities.
- 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years service and to 33 days after 10 years.
- NHS pension scheme. The NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns) Further details and outline of benefits can be found at: www.nhsbsa.nhs.uk/pensions.
- Weve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. Its open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.
- A starting salary of £46,148 - £52,809 per annum in accordance with Agenda for Change (AfC).
- A full time, permanent opportunity to join as a Band 6, and progress with NHSBT.
- Opportunity to work with a national organisation and be based in Barnsley, Basildon, Birmingham, Bristol, Cambridge, London, Manchester, Newcastle, Liverpool or Southampton.
- NHSBT promotes flexible working opportunities.
- 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years service and to 33 days after 10 years.
- NHS pension scheme. The NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns) Further details and outline of benefits can be found at: www.nhsbsa.nhs.uk/pensions.
- Weve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. Its open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.
- MSc in transfusion / transplant or relevant science. OR Equivalent highly specialist knowledge gained by examination of a professional body e.g. FIBMS or BSHI.
- Health and Care Professional Council (HCPC) registered Biomedical Scientist (which must be maintained).
- Higher management qualification or evidence of training in people management.
- Possess a valid driving licence, allowing you to drive in the UK.
- Demonstrates commitment to own continued professional development (CPD).
- Demonstrate a thorough understanding of relevant policies, standards and guidelines e.g. Good Laboratory Practices, Clinical Pathology Accreditation, Blood Safety and Quality Regulations and other relevant or statutory guidelines.
- Demonstrate a working knowledge of computer packages including MS Office Suite, databases and spreadsheets including Microsoft Office.
- Proven experience of data analysis and presentation to provide management information and reports on a regular basis.
- Have an excellent understanding of the role of transfusion in patient treatment and relevant procedures.
- Demonstrate a thorough understanding of customer service issues.
- Experience of managing and chairing meetings.
- MSc in transfusion / transplant or relevant science. OR Equivalent highly specialist knowledge gained by examination of a professional body e.g. FIBMS or BSHI.
- Health and Care Professional Council (HCPC) registered Biomedical Scientist (which must be maintained).
- Higher management qualification or evidence of training in people management.
- Possess a valid driving licence, allowing you to drive in the UK.
- Demonstrates commitment to own continued professional development (CPD).
- Demonstrate a thorough understanding of relevant policies, standards and guidelines e.g. Good Laboratory Practices, Clinical Pathology Accreditation, Blood Safety and Quality Regulations and other relevant or statutory guidelines.
- Demonstrate a working knowledge of computer packages including MS Office Suite, databases and spreadsheets including Microsoft Office.
- Proven experience of data analysis and presentation to provide management information and reports on a regular basis.
- Have an excellent understanding of the role of transfusion in patient treatment and relevant procedures.
- Demonstrate a thorough understanding of customer service issues.
- Experience of managing and chairing meetings.
Job summary
You will be joining the Hospital Customer Service team covering national customer service issues. We are offering hybrid working meaning the successful applicant may be based at any NHSBT centre nationally with remote working optional. There is an expectation to travel to meetings nationally as required.
An exciting opportunity to use your transfusion and biomedical science knowledge to make a difference to the support, services and components NHSBT provides to hospital transfusion teams. You will focus on learning from complex data drawn from customer feedback such as complaints, surveys, credits and compliments using well developed data analysis skills and IT skills. You will use customer and service data to highlight areas for improvement to our service for hospitals.
You will have regular contact with colleagues that provide services directly to hospitals as well as with hospital transfusion staff. You will be involved in national and regional projects as a transfusion specialist and advocate for hospitals and their patients.
Main duties of the job
In this role you will be responsible for developing and maintaining effective key relationships with NHSBT service users in the healthcare community. Your responsibilities will include:
About us
It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you'll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need. Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work and help our people to do something extraordinary in their career, too.
Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever. You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.
Details
Date posted
09 May 2025
Pay scheme
Agenda for change
Band
Band 7
Salary
£46,148 to £52,809 a year
Contract
Permanent
Working pattern
Full-time, Flexible working, Home or remote working
Reference number
006493
Job locations
NHSBT
Capitol Way
Dodworth, Barnsley
UK
S75 3FG
NHSBT - Phoenix House
Christopher Martin Road, Business Park
Basildon
SS14 3EZ
NHSBT
Holland Drive
new
NE2 4NQ
NHSBT - Colindale
Charcot Road
London
NW9 5BG
NHSBT
500 North Bristol Park
Bristol
BS34 7QH
NHSBT
Long Road
Cambridge
CB2 0PT
NHSBT
Vincent Drive
Birmingham
B15 2SG
NHSBT - Tooting
75 Cranmer Terrace
London
SW17 0RB
NHSBT
Plymouth Grove
Manchester
M13 9LL
NHSBT
14 Estuary Banks
Liverpool
L24 8RB
Job descriptionJob description
Job responsibilities
This is a national role and various locations are available. Please read further down for the specific locations you will be appointed your nearest base.
What we offer:
This vacancy will close at 23:59 on Monday 26th May 2025.
Interviews are anticipated to be held week commencing 9th June subject to confirmation
For informal enquiries please contact: Delia Smith, Regional Customer Service Manager at Delia.Smith@nhsbt.nhs.uk.
Job responsibilities
This is a national role and various locations are available. Please read further down for the specific locations you will be appointed your nearest base.
What we offer:
This vacancy will close at 23:59 on Monday 26th May 2025.
Interviews are anticipated to be held week commencing 9th June subject to confirmation
For informal enquiries please contact: Delia Smith, Regional Customer Service Manager at Delia.Smith@nhsbt.nhs.uk.
Person SpecificationPerson Specification
Qualifications
Essential
Experience
Essential
Qualifications
Essential
Experience
Essential
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
NHS Blood and Transplant
Address
NHSBT
Capitol Way
Dodworth, Barnsley
UK
S75 3FG
Employer's website
Employer details
Employer name
NHS Blood and Transplant
Address
NHSBT
Capitol Way
Dodworth, Barnsley
UK
S75 3FG
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.